Estee Lauder Jobs in Fareham – IT Support Analyst

Website The Estée Lauder Companies Inc.

Job Description:

The role of Interconnected Retail IT Support Analyst (2nd Line) is the second line escalation point for all IT support queries driven from Point of Sale, CRM, iOS Apps, Microsoft technologies and consumer engaging digital experiences (digital signage, social, interactive virtual apps) used in our own retail locations and department store counters. The role expects a close working relationship with first line analysts, to maintain, monitor IT systems, resolve technical issues and give support and guidance to our user base.

Job Responsibilities:

  • Communicate appropriately with internal customers (across all levels of the organisation), be the primary point of contact for service escalation and attend service delivery meetings as needed on a regular basis.
  • Escalating support tickets through Service NOW and working directly with third party suppliers and wider internal IT teams to resolve incidents. Be part of the diagnosis and resolution team and as needed provide detailed assessment post incident.
  • Resolve hardware, software, network and mobile based incidents and service requests, assigned via first line service operations, through our ITSM tool (Service-NOW), update and maintain incident records.
  • Manage multiple workloads simultaneously, prioritise critical business incidents, and drive all problems through to successful resolution.
  • Accountability for applying patch management, endpoint security, system monitoring, maintenance of backup solutions and database integrity monitoring.
  • Excellent verbal and written communication skills, with a high touch telephone and email manner.
  • Provide exceptional technical support via phone, email or face to face engagement from both retail stores and business users, across all levels of our business. Provide first point of escalation beyond Level 1 support, taking final accountability of incidents and service requests..
  • Maintain an exceptional level of customer service via phone and email, acting as an escalation point from Level 1 support call handlers and work against priority incidents as needed.

Job Requirements:

  • iOS device configuration support, along with associated iOS application maintenance in an enterprise environment.
  • Have strong capability in setting priorities, meeting deadlines and make time sensitive decisions with limited information.
    Mobility & Mobile Device Management (AirWatch or similar) product solutions
  • Microsoft Office 365 Word, Excel, PowerPoint, Teams, SharePoint
  • Microsoft Server 2016 & 2019 Including SQL Server, DHCP, GPO, Active Directory
  • Understanding of TCP/IP Protocols, Routing, Switching, IP Addressing & WiFi
  • Excellent practical understanding of Incident Management, Change & Problem Resolution
  • Microsoft Windows 7 & 10
  • Possess amazing attention to detail, consumer orientated in everything you do and bring the best to everyone you touch.
  • Ability to analyse problems and present solutions to technical support issues.
  • Retail Point of Sale and CRM technologies
  • Two years’ experience in Service Operations, systems and technology support, working on a service desk (preferred if within a Retail or similar sector business).

Job Details:

Company:  The Estée Lauder Companies Inc.

Vacancy Type:  Full Time

Job Location: Fareham, England, UK

Application Deadline: N/A

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